Troubleshooting

Single Sign-On for a Zendesk user can fail due to configuration issues on Ivanti Connect Secure, Zendesk Service Provider, Pulse Mobile Client or Pulse Workspace. To troubleshoot issues with Single Sign-On:

1.On ICS, under Maintenance > Troubleshooting, enable the event codes – “saml, auth” at level “50” and collect debug logs. Enable Policy Tracing and capture the Policy traces for the specific user.

2.Check System > Log/Monitoring > User Access > Log for SAML AuthNRequest and Response for the specific user. Verify if Subject Name is proper in the SAML Response.

3.On mobile device, open Pulse Client and Send Logs to your administrator.